Conversations from the EDGE: How to Create an Exceptional Customer Experience

November 22, 2019
James Kent

 

On this episode of Conversations from the EDGE with Service Logic, host James Kent spoke with Chris Douglas, President of Encon Heating & A/C, about Douglas’ 37 years with Encon, tracing a career path that began as a service technician.

It was during this first role with the Encon, Douglas learned the importance of a great customer experience.

“I quickly understood, I was the face of the company in the eyes of the customer, and that the level of customer service delivered every day was my responsibility,” Douglas said.

Douglas took those early lessons and used them to shape his views on customer experience.

“We are in a relationship business, so we focus a lot on the relationship,” he said.

To move the customer experience to the forefront of Encon’s business model, Douglas and his team rolled out an initiative called, ‘Unleashing Excellence.’ This process was modeled after the book by Dennis Snow & Teri Yanovitch, Unleashing Excellence: The Complete Guide to Ultimate Customer Service.

“We used Snow’s book,” Douglas said, “along with other publications, to create a roadmap as to how to go about implementing a program at Encon that would ensure we provide an exceptional customer experience every time we came in contact with a customer.”

The reaction from customers to the rollout was both immediate and overwhelmingly positive.

For the latest news, videos, and podcasts in the Building Management Industry, be sure to subscribe to our industry publication.

Follow us on social media for the latest updates in B2B!

Twitter – @BuildingMKSL
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Recent Episodes

air quality
View episode

The demographic shift towards an aging population, projected to reach 27 million Americans in nursing and assisted living facilities by 2050, raises significant concerns about indoor air quality in these environments. With respiratory health already being a critical issue among seniors, the stakes are high for ensuring that HVAC systems are up to par….

Trades industry
View episode

In a rapidly evolving data center industry, cooling technologies are finally taking center stage, driven by the rise of AI and other high-density computing needs. In the latest episode of Straight Outta Crumpton, Saqib Ashraf, Director of Solutions Architecture at CPG, shares insights on the future of data centers as well as the challenges…

Employee Safety International SOS
View episode

With recent global events emphasizing the importance of employee safety, companies are increasingly focused on how to protect their staff while they travel for work. From the resurgence of health crises to geopolitical tensions, the need for robust travel safety protocols has never been more critical. This analysis is particularly relevant now as businesses…